The Journey Mapping Playbook: A practical guide to preparing, facilitating and unlocking the value of customer journey mapping A valuable guide in helping you b

Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint the c

User story mapping is a valuable tool for software development, once you understand why and how to use it. This insightful book examines how this often misunder

How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the qu

Learn how to create journey maps that actually get resultsNearly two out of three journey maps fail to drive customer-focused change. Find out how to make your